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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Why are some Emails ge...
Service | Customer Service, Contact Center, Fie...
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Why are some Emails generating Cases Owned by a recipient of the email.

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Posted on by GordonJohnston 82

We have incoming emails which generate Cases and route those to various support Queues.

A small number of them will have a System User in the recipient list.  When that happens Dynamics will assign the Case and (in turn) the Email to that User.  Sure that didn't always happen!!

Anyone know of a way to turn that behaviour off?

These emails are often from external customers and aren't really owned at the point of creation othet than to potentially assign them to the Team associated with the target Queue.  They may be assigned later.

  • GordonJohnston Profile Picture
    GordonJohnston 82 on at
    RE: Why are some Emails generating Cases Owned by a recipient of the email.

    We are using the built in auto-record generation and routing modules within Service Management of Dynamics.  I will step through and see if I have missed something.  Maybe there is an Owner being set in one of the rules or some check box that is responsible for the behaviour.

  • Community Member Profile Picture
    Community Member on at
    RE: Why are some Emails generating Cases Owned by a recipient of the email.

    Hi GordonJohnston,

    You mentioned that incoming emails can be generated to cases, which is through what way? Automatically create or update records?

    If so, you can check steps of the process.

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